Abstract
This research aims to provide an overview of the implementation of Customer Relationship Management (CRM) based on Islamic values on PT. Bank Muamalat Indonesia TBK as the first sharia bank in Indonesia. It is also reviewed the current status of CRM at BMI and; the challenges and problems facing BMI and developing CRM strategy. Moreover, it explores the nature of CRM in context of business organisation and offers a religious perspective pertaining to organisation and management. The key successful of CRM is founded on trust, commitment, shared goals, and mutual benefits, while people, process, values, and images are the key principles of CRM. According to the key of successful and the key principles of CRM, the organisation can create strategic relationship implementation. Thus structure, staff, style, systems, and schemes are the 5-core elements of strategic CRM. The author will explore on those core elements what will be influenced by Islamic values extensively to make Excellent Customer Service. In fact, BMI has been applying good CRM where Islamic values can be seen on how the employees interact with the customers. The implementation of Islamic values create unique atmosphere of business activities and make it differs than other banks. However, some challenges are faced by BMI in system, cultural, staff, and networks issue. Nevertheless, the recommendations have been taken for this research is presented as the positive feedback of development.
Highlights
In term of purpose, Islamic banking do the same way with conventional bank but it operates basically on sharia1 principles
The results show that the Islamic approach in human resource management (HRM) was positively and significantly correlated to organizational commitment
The questions to answer link to the evaluation of what Bank Muamalat Indonesia Tbk. (BMI) has done on their business, customer relationship management (CRM), Islamic values, and excellent service
Summary
Islamic banking do the same way with conventional bank but it operates basically on sharia principles. Islamic banking day by day has been competing hardly with conventional bank; it needs strategy to win the share market. This is because in term of business volume, Islamic institutions cannot compare vis-à-vis with conventional one. This is because many customers do not understand and do not receive enough information about principles which are run by Islamic institutions. Bank Muamalat Indonesia Tbk (BMI) is the first commercial bank in Indonesia which has been implementing sharia principles in their operation. The initiative of establishment thought on MUI seminar entitled «Problems of Bank Interest» in August 1990
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